Associate Director, Research and Insights

Title: Associate Director, Research and Insights
Job Type: Regular Employee • Hybrid
12 Sept 2025
JOB SUMMARY
We are seeking a dynamic and adaptable professional to join our Client Experience team, bringing together skills in market research, complaints data reporting and client feedback management. In this role, you will conduct client studies and surveys to generate actionable insights, while also driving improvement actions and projects with stakeholders based on complaints and feedback.
As this position balances research with hands-on problem solving, you will play a critical role in shaping initiatives that enhance client satisfaction, strengthen relationships and ensure a seamless experience across touchpoints.
This is not a silo-ed research role. You will be at the heart of listening to clients, analysing their needs and directly shaping improvements. Perfect for someone who thrives on variety, loves problem solving and is passionate about improving client journey through data-driven insights and continuous improvement.
RESPONSIBILITIES
Build a culture of treating clients fairly and conducting sustainable business practices within the country WRB business by defining and implementing a roadmap of initiatives aligned with centrally agreed directives on conduct and risk reviews.
Adopting client obsession mindset and delivering service excellence
Lead and represent country along with Head, CE and Complaints in risk review sessions (as relevant)
Review and manage performance of risk review results and follow through on actions with the relevant stakeholders.
Ensure compliance with changes in Group Policy & Standards, Complaint Handling Procedures, local laws & regulations relating to complaint management and TCF Principles
Identify and mitigate risks that would impact the overall complaint handling process
Embed innovation, simplification and digitisation mindset to implement delighters along a client journey to improve client experience.
Processes
Client Research & Insights
Conduct market and client research to gather insights through surveys, interviews, studies
Analyse feedback and identify key themes and trends to better understand client needs and expectations
Complaint & Feedback Management
Review complaints and translate client complaints and feedback into actionable improvements across processes, products and services
Partner with cross-functional teams to design and deliver solutions that directly address client pain points
Data Reporting and Analysis
Prepare and maintain regular reports on client satisfaction, complaints and experience metrics
Responsible to prepare meeting decks for forums driven by Client Experience team
Support stakeholders in data requests either related to improvements, workshops or complaints reporting to Group Client Experience team or regulators e.g. ABS.
Monitor KPIs and performance indicators e.g. NPS ensuring leadership has clear visibility of client experience trends
Continuous improvements to elevate client experience
Use insights from research, complaint and surveys to drive client-centric initiatives
Proactively identify opportunities to enhance client experience, streamline workflows and improve service quality
Regulatory & Business Conduct
Display exemplary conduct and live by the Group’s Values and Code of Conduct.
Key Stakeholders
Internal/External Stakeholders: Frontline, Products and Operations
Other Responsibilities
Embed Here for good and Group’s brand and values in Client Experience
Able to take on other projects such as improving client journey, processes and perform analysis of clients’ insights where applicable.
Our Ideal Candidate
4 plus years of experience in banking processes with familiarity in banking processes.
Experience in Excel including use of formulas, conducting trend analysis and presenting it into PowerPoint presentations for C-suite level is preferred.
Experience in market research and insights, and speaking to clients.
Experience in a client experience background or UI/UX is a plus.
Role Specific Technical Competencies
Good writing and communication skills
PowerPoint
Excel (knowledge of Macros/Pivot) is an advantage
Research & Insights
UX/UI
About Standard Chartered
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